Note: This feature is unavailable if your account was created on or after June 15, 2022. The feature is also unavailable if your account was created before that date and you migrated to simplified email threading.

You can display user profile photos in your HTML emails. You can also display your company logo next to ticket comments by using it as your profile photo. However, you should be aware of the costs and benefits of displaying them.

  • On the positive side, pictures lead to a more personal experience for your customers.

  • On the negative side, most email clients don't display images by default. You may need to update your email settings by following the client's instructions.

When this feature is enabled, the emails display the photos from Zendesk account profiles. The photo appears next to your user name in the email notifications:

Note: The various rendering engines used by mail clients and web browsers may affect the quality of the images.

To show user profile photos next to ticket comments in HTML emails

  1. If needed, add a photo to your user profile. If you want to display your company logo, use the logo as your profile picture.

    Make sure the image size ratio is 1:1. The recommended size is 200x200px.

  2. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
  3. In the Email templates section, select the option Show user profile photos in emails.
  4. Click Save.
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